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Report For Tre Bell at Siena Luxury Residences

Report For Tre Bell at Siena Luxury Residences

0%
Current Score
82.79%
Average Score
  • 70%
    4-5-2019
  • 85%
    10-30-2019
  • 94%
    06-24-2020
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • 1. Were you able to reach a Leasing Professional on your first attempt? Please state in the comment box the dates and times you called before you were able to speak to a Leasing Professional.Yes5/5
  • 2. If you had to leave a voice message was your call returned within 2 hours? If no, please tell us in the comment box how many times you called and did not receive a live person and/or how many times you left a message. Please let us know if you received a call back at all?N/A5/5
  • 3. Did the Leasing Professional answer with the name of the community? (State the exact greeting in the comment box at the end of the section).Yes3/3
  • 4. Did the Leasing Professional identify him/herself?Yes3/3
  • 5. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 6. Did the Leasing Professional effectively use your name in conversation? (If so, please state in the comment box how many times they used your name in conversation)Yes3/3
  • 7. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • 8. Did the Leasing Professional ask how you knew about the community?Yes3/3
  •  Total: 28/28
    28
    100

Telephone Greeting Comments (Please provide the Telephone Greeting in the comment box below. Explain all your "No" or "NA" answers.) How many rings before the Leasing Professional picked up?:

Tre was very warm and welcoming on the phone call. After the 1st ring then a voice recording came on announcing the name of the property and which number to push to get assistance. I waited 20 seconds and the phone was picked up after the 2nd ring. I was greeted by Carol who stated the name of the community and she introduced herself. She immediately asked for my name. I said I was Sean and she asked, “how may I help you?” I said I was calling to get some information on their apartments. She said they start at a two bedroom and one bath. She had they have older construction which is 10 years old and then they have brand new construction which was finished in September. She gave me the starting price for the older construction and then the newer construction. She quoted the other sizes available as well. I asked what was available and she said they had both. Carol reminded me that the community was After 55 and independent living. I said I was looking for my mom. I said I would call back since this seemed like an answering service. Carol asked me if I wanted to schedule a tour and I immediately asked how this coming Monday would work. Carol paused to check the schedule. She checked the schedule and confirmed that would work. She asked me for my contact information such as my last and first name, phone number 202-714-6263, and my mother’s name (Billie Sue Berard).

Carol then patched me through to the leasing agent on staff, Tre Bell. Tre picked up the phone and introduced herself and we confirmed my appointment time at 12:30 PM. She confirmed I was looking for my mom. She asked how I heard about them and I said I found them on a Google search. She asked where my mom lived and I told her currently in Cherry Hill. Tre asked if I had any special apartment features mom was seeking. I told her the two bedroom/one bath would work or even the two baths would be OK.

Tre continued and described the community amenities and events in detail. She assured me that maintenance is always readily available to take care of anything that needs to be fixed or replaced. She asked if I had any more questions and I confirmed the address with her. She proceeded to tell me some directions. She used my name in conversation and it felt very personable.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?Yes3/3
  • 10. Did the Leasing Professional determine move-in date?Yes3/3
  • 11. Did the Leasing Professional determine number of occupants?Yes3/3
  • 12. Did the Leasing Professional determine if you had any pets?Yes3/3
  • 13. Did the Leasing Professional determine your price range?Yes3/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?Yes3/3
  • 15. Did the Leasing Professional ask your reason for moving?No0/3
  •  Total: 18/21
    18
    85.71

Telephone Qualifying Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Tre did not ask why my mother was moving, she only asked where she was moving from. The prices were given and I did not bulk at the rate so points given for question #13; However, no one asked if that fit into my price range.

Telephone Demonstration

  • 16. Did the Leasing Professional ask open ended questions to identify your specific needs and wants in a new home? (i.e. "What are you looking for in a new home?" or "Describe your ideal apartment home?").Yes5/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).Yes4/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?Yes4/4
  • 19. Did the Leasing Professional create a sense of urgency?N/A2/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?No0/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 19/22
    19
    86.36

Telephone Demonstration Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Carol nor Tre did not discuss the limited contact policy when we set the onsite tour. Their was no sense of urgency but we had immediately set the tour time and pricing was discussed with Tre so points given.

Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a onsite tour? If a onsite tour was not scheduled then only fill out the telephone portion of this shop report.Yes3/3
  • 23. After you scheduled an onsite tour did a Leasing Professional follow-up with you within the same business day with an email confirming the appointment? N/A4/4
  • 24. If the Leasing Professional did not recommend or offer a virtual tour did they attempt to close in another way. (Please explain in the comment box below how the Leasing Professional attempted to close in another way.) N/A5/5
  •  Total: 12/12
    12
    100

Telephone Closing Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

I spoke with Tre on 7/2 and made an appointment for 7/6. The leasing office was closed on 7/3, 7/4, and 7/5 so I didn't receive a follow up email (points given). Plus no email was given to me.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?No0/4
  •  Total: 13/17
    13
    76.47

Telephone Follow-Up Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

During the phone call only my phone number was requested.

Onsite Greeting

  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes10/10
  • 3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?Yes5/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?N/A0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

I entered the leasing office and I had my own mask on when I entered the building. I kept my social distance along with the agent. I was greeted by Tre Bell in a very warm and friendly manner. She invited me to have a seat and she asked me what area I currently lived in and I told her Cherry Hill. I am 62 years old so the apartment was for me. She offered me a refreshment and I decline politely.

When she asked how soon I needed to move, I told Tre I had a house I was selling and she reminded me how quickly homes were selling. She had her mask on as well. She immediately began telling me about a promotion they currently have running and they are very flexible with the folks that are selling their homes. She proceeded to tell me that I would pay my application and reservation fee which would hold the apartment and if I needed to cancel it then I would get my money back if anything happened during the sale of my home.

Onsite Identifying Needs

  • 1. Did the Leasing Professional confirm size of apartment you needed?Yes1/1
  • 2. Did the Leasing Professional confirm your move-in date?Yes1/1
  • 3. Did the Leasing Professional confirm number of occupants?Yes1/1
  • 4. Did the Leasing Professional confirm price range or budget?Yes1/1
  • 5. Did the Leasing Professional confirm if you have any pets?Yes1/1
  • 6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?Yes3/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes4/4
  •  Total: 12/12
    12
    100

Comments on the Identifying Needs :

Tre confirmed all the Qualifying Needs before we began the tour.

Onsite Demonstrating

  • 1. Did the Leasing Professional walk you through a model or a vacant at a steady and desirable pace?Yes4/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?Yes4/4
  • 3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes5/5
  • 4. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes4/4
  • 5. Did the Leasing Professional discuss features and benefits of the community amenities? (Please explain in the comment box at the end of the section.)Yes4/4
  • 6. Did the Leasing Professional show an apartment that was clean and made ready? If not, please explain in the comment box at the end of the section. Yes1/1
  • 7. Did the Leasing Professional effectively overcome your objection(s)? What was your objection and how did the Leasing Specialist respond? Please explain in the comment box at the end of the section. Yes4/4
  • 8. Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. Yes2/2
  • 9. Did the Leasing Professional appear knowledgeable about the community?Yes2/2
  • 10. Did the Leasing Professional point out advantages you stated were important to you?Yes3/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 36/36
    36
    100

Comments on the Demonstration (Please describe your experience while virtually touring with community with the Leasing Professional.):

After telling me about the special, Tre described what they had available to rent. She asked how many occupants and I gave her my wife's name. She wrote it down. She asked if I had a dog and I immediately told her the breed. She mentioned the dog park. She mentioned the area conveniences.

We began the tour with the fitness center. She reminded me that there are certain perks they can not provide due to Covid-19 such as serving food. She described what would be happening under normal circumstances such as fitness classes. She asked me if both my wife and I were retired and I informed her I was still working. She said they had a mixture of retirees and those that are still working. She was very engaging in conversation which made me feel at ease. She explained the parking as we walked to the apartment. She explained the key fob how phones are programmed to let guest enter. She pointed out the mailboxes. Tre covered all the offerings of the community.

We entered the apartment. She quoted me the square footage. She explained the pricing based on the floor level and referred back to the packet she had given me. She walked me through each area of the apartment and pointed out the features and benefits. She told me they do all the snow removal and landscaping. She pointed to the washer and dryer. She opened closet doors. She asked me what size bed I have and she explained what would fit into the bedroom. She asked me if there were any special features I was seeking. I thought the apartment showed extremely well. She said they are scheduling social distancing activities. She asked for my floor preference and I said the first floor would be great. She described what she had available on the first floor. She explained the difference in the price points.

I asked if there was a pool onsite. she explained that there was not much need for one, and explained that there were 3 swim clubs in the area. I asked if they had a lot of turnover and she said they did not.

Onsite Closing

  • 1. Did the Leasing Professional create a "strong" sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes7/7
  • 2. Did the Leasing Professional mention current specials?Yes0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?No0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes8/8
  • 5. Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? (Please explain in the comment box at the end of the section.)Yes2/2
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?N/A4/4
  • 7. Did the Leasing Professional attempt to close on you more than once?Yes4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 25/27
    25
    92.59

Closing Comments (Please explain all the details of how the Leasing Professional attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

At the end of the tour, Tre asked if I was going to bring my wife back and I said I would yet she did not ask me if I wanted to schedule that tour. As we walked back to the office she told me what was included in the rent and what was not.

Fair Housing

  • 1. Did the Leasing Professional say or do anything to discourage you from leasing due to any issues that could have been perceived as discriminatory? No0/0
  •  Total: 0/0
    0
    NAN

Comment (This is mandatory that you answer question #3 in the Comment Box).:

Tre did not do or say anything to discourage me from leasing.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?Yes10/10
  •  Total: 10/10
    10
    100

Comments:

Tre did send me a follow up email thanking me for taking a tour.

Performance Evaluation

Total Phone Score: 90%
On Site Score: 98%
Total Score: 0%

General Questions